Beyond Philosophy
AUGUST 20, 2015
Your brain makes up 3% of your total body weight. However that 3% of your body weight takes 20% of your body’s energy to run. As highly evolved humans, we are always looking for ways to preserve energy, and one of the ways we do this is relying on habit. It’s important for Marketers to understand customers’ habits when marketing to them. We engage in habits every day.
Steve DiGioia
AUGUST 17, 2015
you gotta be kidding, right? This original article was written by Steve DiGioia. There are countless websites that tout the benefits and importance of “ hiring right “ Hire for attitude then train for the skills, is talked about. Hire for experience, you can’t put enough value on experience or hire for the “right fit” within your existing company culture.
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Callminer
AUGUST 20, 2015
How can contact centers leverage social media to improve the customer experience? Quicker response times, one-to-one engagement, and sentiment analysis & social listening are a few ways. Read more.
Customers That Stick
AUGUST 19, 2015
Restaurants are one of the few truly universal industries because almost everyone has familiarity with them. From a customer service perspective, this makes restaurant customer service particularly challenging because almost every customer has both established service expectations and well-formed service triggers. Those expectations are often pegged to price or to impressions created by the physical environment.
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Beyond Philosophy
AUGUST 18, 2015
I often say people are irrational, but only because they are. We all do irrational things. We like to think we make logical decisions based on rational thinking all the time, but we don’t. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways. In “ Thinking Fast and Slow ,” Professor Daniel Kahneman, Nobel Memorial Prize in Economic Sciences recipient in 2002, explores why our mind plays tricks on us.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
AUGUST 20, 2015
There is no doubt that speech analytics delivers great value to contact centers looking to improve processes, performance and customer experience. Getting the most out of this sophisticated technology requires a comprehensive, strategic approach. And, as one organization discovered, when embarking on a speech analytics journey, it’s often the road blocks along the way that […].
ijgolding
AUGUST 20, 2015
I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye. Apart from the fact that I have always been envious of anyone who gets PAID to eat in the best restaurants all over the world, I wanted to not just critique organisations I interact with, but to create a way of reviewing Customer Experiences to help others understand the significance of the ‘end to end&#
Beyond Philosophy
AUGUST 17, 2015
As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. These include the factors we typically associate with quality: completeness, timeliness, cost, functionality, accuracy, etc.
PeopleMetrics
AUGUST 18, 2015
As a teenager, while sweating my way through a series of character-building summer jobs, I did a stint as a waiter in a hotel. Every week, I rotated through three dining areas: a diner, a bar, and a fine-dining room. It was a good scenario for learning the basics of dealing with people. It also taught me how good customer experience strategy depends on meeting the expectations of individual customers.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Contact Center Pipeline
AUGUST 19, 2015
Too often, the pursuit of technology is driven by speed and constrained by resources. Experience shows this to be a bad combination. Getting implementation right takes time, well-structured plans, and commitment from the contact center, IT, vendors and/or their partners. Input from all parties that touch the technology, directly or indirectly, gets you off on […].
Ian Jacobs
AUGUST 17, 2015
This a guest post by Danielle Geoffroy , a Research Associate on the Application Development & Delivery (AD&D) team. Customer service teams are facing a dilemma that may bring back high school nostalgia - if you want to be one of the cool kids, you need to be social. But simply being present in the social scene doesn't automatically make you hip to the digital customer.
Kayako
AUGUST 18, 2015
How fast is your company growing? Can your customer support team keep up with the growth? Often support teams hire when they are drowning in volume, unable to keep up with incoming customer inquiries. Take into account the added time it takes to recruit, interview and train the newbie (plus the projects that get dropped due to time restraints) and it all adds up to one really stressed out support team.
ijgolding
AUGUST 18, 2015
There are many things that have bugged me for many years when it comes to Customer Experiences that I have had as a consumer. Although I recognise I may not be your average ‘customer’, a lot of the things that bug me, also bug others. For example, it is very common for me to be shopping in a supermarket and see a brilliant ‘deal’ being advertised on a special display.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Contact Center Pipeline
AUGUST 18, 2015
Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel, the important first steps to take on your journey, how to prioritize customer channels, how to track the customer’s experience through multiple channels, and which metrics will ensure that […].
Eptica
AUGUST 19, 2015
Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. This was backed up by Eptica ’s study ‘ The Power of Linguistics: Consumers vs.
Provide Support
AUGUST 18, 2015
3 Most Important Drivers of Customer Satisfaction. How to increase customer satisfaction? Probably every business is asking this question at a certain stage of their existence. There are so many tips online on how to boost customer satisfaction that sometimes one can get lost in the flood of information. What if we try to look at this question scientifically?
Amity
AUGUST 19, 2015
Amity has added some great new capabilities to its Customer Success Management solution. You can now set up rules to automatically send emails to your customers. Also, we’ve made it easier to manage accounts, find and add people, and designate key contacts. New! Automatically engage your customers. Now Amity lets you send an email to account contacts when a rule is triggered.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Natalie Petouhof
AUGUST 18, 2015
Tweet Will The Mobile Device Ever Live Up to It’s Potential? Everyone in mobile commerce has been waiting to see mobile commerce take off. While individuals report it’s the one device they always have with them, the change in mobile commerce and CRM has not grown as fast at most experts expected – at least until now. There is a mobile customer relationship management company that is scaling fast.
Uniphore
AUGUST 19, 2015
You do a lot for your customers. You make it easy for them to reach you in multiple channels. You train your agents about products and better communication. And yet, when customers move from one channel to another to get help, they end up frustrated and ready to abandon your company. Read More.
Talkdesk
AUGUST 19, 2015
Every business would love to know what their customers are saying about them - what they like or dislike about a product, their user experience, the price they are willing to pay, the quality of customer support , and more. Customer surveys are the perfect tool to take the pulse of the customer. They provide you with information about whether you are exceeding, meeting or falling short of your customers’ expectations.
Kristina Evey
AUGUST 18, 2015
What’s all the fuss about the customer experience? This episode explains why the successful companies are using the Customer Experience as a strategic advantage, building a loyal customer base, and increasing their profits. If you aren’t thinking along these lines, you are leaving money on the table! What's all the fuss about the customer experience?
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Natalie Petouhof
AUGUST 20, 2015
Tweet Is Personalization At Scale Possible? Personalization at scale has long been a desired capability of many Marketers. Being able to deliver personalized messages would not only differentiate a brand from all the others that are trying to do this, but miss terribly. (i.e., I am a MAC fan – never bought a PC in my life, but I still get print PC catalogs… it’s a waste of that company’s money because I’m am not the right target demographic.
CX Journey
AUGUST 18, 2015
Image courtesy of symphony of love Do you know the moments of truth for various tasks customers attempt to achieve with your organization? Before you can know or identify your moments of truth , you must first know what that means. So, like I usually like to do, I'll start by defining the concept. BusinessDictionary.com defines moment of truth as an: instance of contact or interaction between a customer and a firm (through a product, sales force, or visit) that gives the customer an opportunity
Up Your Service
AUGUST 17, 2015
Participants of Daughters of Tomorrow & UP! Your Service workshop “Transforming Lives and Relationships through Service Mindset”. According to a new study conducted by researchers at Catalyst and Harvard Business School, companies with more women at the senior level may be better practitioners of Corporate Social Responsibility (CSR). They found that companies with more women board directors and corporate officers contributed significantly more charitable funds, on average, than companies wi
Ian Jacobs
AUGUST 17, 2015
This a guest post by Danielle Geoffroy, a Research Associate on the Application Development & Delivery (AD&D) team. Customer service teams are facing a dilemma that may bring back high school nostalgia – if you want to be one of the cool kids, you need to be social. But simply being present in the social […].
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
LiveChat
AUGUST 19, 2015
We often get asked through our chat if we charge anything for weekend support. It’s always really strange, because it’s business as usual for us. Our team is prepared to handle enquiries 24/7/365 for every customer. We get asked this often because customers are used to having to pay extra for this kind of premium support. Companies try to save a bit on their customer service operations by limiting their weekend support to most-valuable customers, which, in their eyes, are those paying the most.
CX Journey
AUGUST 20, 2015
Does your company have a clearly defined set of guiding principles? On the heels of the Amazon "exposé," I thoug ht I'd tackle a slightly different angle of the story. I'm not going to weigh in on what's happening there - I don't work there, so I have no idea. Besides, there are always three sides to every story: yours, mine, and the truth, right? Somewhere in between all of it lies the truth about what's really happening behind the scenes.
Customer Interactions
AUGUST 20, 2015
It seems everyone’s talking about Digital Transformation. In fact many reports indicate that digital transformation is now a top priority for executives worldwide. But this buzz phrase is still unclear to many. To keep it simple let’s define Digital Transformation to be the change organizations need to make in order to raise to the expectations of digital age customers.
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